Help center

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What you’ll get

When you integrate Pointer into your help center, your users will have access to:

• Answer engine: instant answers to user questions based on your support documentation and knowledge base

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Prerequisites

• A help center or support portal (Zendesk Guide, Help Scout Docs, etc.)
• Access to edit custom HTML/JavaScript in your help center
• A Pointer project with your project ID

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Installation

<script src="https://cdn.pointer.so/pointer-sdk@latest/pointer.browser.js?projectId=pt_proj_your-project-id"></script>

<script src="https://cdn.pointer.so/pointer-sdk@latest/pointer.browser.js?projectId=pt_proj_your-project-id"></script>

// Load Pointer SDK
(function() {
  const script = document.createElement('script');
  script.src = 'https://cdn.pointer.so/pointer-sdk@latest/pointer.browser.js?projectId=pt_proj_your-project-id';
  script.async = true;
  document.head.appendChild(script);
})();

<script src="/pointer.js"></script>

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Best practices

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Allowed origins

Always configure allowed origins in your project settings to prevent unauthorized use of your project ID.

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Performance

• Pointer automatically lazy loads to minimize impact on your help center’s load time
• Consider loading the script asynchronously to avoid blocking page rendering
• The widget only loads when needed, keeping your help center fast

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Content optimization

• Pointer works best when it has access to your support documentation
• Add your help center articles as a knowledge source to improve answer quality
• Include FAQ content, troubleshooting guides, and common solutions in your knowledge base

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User experience

• Position the widget where users naturally look for help
• Consider the widget as a complement to your existing search functionality
• Monitor common questions to identify content gaps in your help center

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Advanced configuration

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Custom triggers

If you want the Pointer widget to appear on a specific button instead of the default floating widget:

1. On the playground page, toggle “Set custom trigger” to true and set the trigger ID.

2. Create your custom trigger button in your help center:

<button id="ai-help-button" style="
  background: #007bff;
  color: white;
  border: none;
  padding: 10px 20px;
  border-radius: 5px;
  cursor: pointer;
">
  Ask AI Assistant
</button>

3. Update your script to include the trigger ID:

(function() {
  const script = document.createElement('script');
  script.src = 'https://cdn.pointer.so/pointer-sdk@latest/pointer.browser.js?projectId=pt_proj_your-project-id&triggerId=ai-help-button';
  script.async = true;
  document.head.appendChild(script);
})();

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Conditional loading

Load Pointer only on specific help center sections:

// Only load on article pages
if (window.location.pathname.includes('/articles/') || window.location.pathname.includes('/hc/')) {
  const script = document.createElement('script');
  script.src = 'https://cdn.pointer.so/pointer-sdk@latest/pointer.browser.js?projectId=pt_proj_your-project-id';
  script.async = true;
  document.head.appendChild(script);
}

​

Integration with existing support tools

// Load Pointer but hide if other support tools are active
(function() {
  // Check if other support widgets are present
  const hasIntercom = window.Intercom !== undefined;
  const hasZendesk = window.zE !== undefined;
  
  if (!hasIntercom && !hasZendesk) {
    const script = document.createElement('script');
    script.src = 'https://cdn.pointer.so/pointer-sdk@latest/pointer.browser.js?projectId=pt_proj_your-project-id';
    script.async = true;
    document.head.appendChild(script);
  }
})();

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Next steps

After successfully integrating Pointer into your help center: